Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been receiving email notifications from Toyota that my Loyalty Rewards were getting ready to expire (see attachment). I recalled that Eastern Shore Toyota had advised that I get a transmission fluid change during my last service and quoted $199.99 which I declined at that time (see attachment) I stopped by Eastern Shore Toyota and asked whether the Loyalty Rewards could be applied for this service and was advised that they could. I dropped my car off Dec 4, 2022 using Easter Shore's drop-off service. On the drop-off envelope, I specifically asked that they apply my Loyalty Awards for the service. I provided a home address, cellphone number and an email if Eastern Shore needed to contact me. I received a text late on Dec 5 that service had been completed. When I went to pick the car up on Dec 6, Eastern Shore advised that I owed $262 for the service. When I asked about the Loyalty Rewards, they indicated that I needed to bring a mailed voucher (I have not received any mailings from Toyota - not even for the *********************** Campaign which seemed like a safety issue, let alone Loyalty mailings; I thought that the email was the voucher ). Eastern Shore agreed to lower the charge to $232 which I pointed out was still above $199 previous estimate. Eastern Shore pointed out that that estimate *** not have included materials or labor (what's the point of a quote then?)

  

  Business Response

  Date: 12/08/2022

  After reviewing ****************** invoice we did notice that we erroneously charged him $231.32 for the $199.00 service.  We will be refunding him $34.35, which includes the tax.  We did give him his loyalty discount of $25.  It is listed under **************** on the invoice.  So sorry for this error.

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18535487
  
  I am rejecting this response because:I am rejecting this response because: Eastern Shore did not address the $180 Loyalty Discounts at all. Furthermore, if they did honor $25 in Loyalty Discounts, that should be applied to the $199 quoted charge, not
  the erroneous $262 charge (Charges would be $199 -$25 or $174. The refund using their numbers should therefore be $232 (paid) - $199 (quoted) +  $25 (accepted Loyalty discount) = $58.

  Why couldn't they work this out during my visit? Their response to "take it up with corporate" was less than helpful.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See attached document. ********************************** the **************** and for the note to be paid on trading in car.

  

  Business Response

  Date: 12/08/2022

  We would like ****************** to bring her car in so that we could examine the 2 cupped tires.  Our records indicate that the tires passed inspection but we would definitely be willing to check them again.  Also, if she will bring in the receipt for the key fob we will be glad to reimburse her.  She should come to Eastern Shore Toyota and ask for ***************.

  Customer Answer

  Date: 12/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Would I need to make an appointment? I would only be able to bring vehicle in on the weekend.  

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I write this email after numerous attempts at calling the dealership and having someone tell me they will call me right back, and the last time I spoke with ***, the assistant manager was Friday at 4:48pm and he was supposed to going straight to accounting and then call me back. Needless to say, it is now Monday 9:14 am and I haven't heard back. Background for this email: My son and I went in to Eastern Shore Toyota (EST) last Wed. Nov. 16th. We had just left the ***** dealership where we could have driven off with a nice CRV at the price I wanted, but to be fair to my son, he wanted to test drive a RAV4. ******************* was the salesperson and the car that we had talked about on the phone and on the internet sales site were no longer available. According to ***** there were no RAV4s on the lot at all for sale. After we had driven from *********, **. ************ proceeds to tell ** if we go ahead and do the paperwork he can have my son in an RAV4 XLE first thing Thursday morning. One was on a truck in route and it would be his. We go and do the paperwork with *****. I had already gone on line and did the pre-approval before we got there and had a cashier's check for $7k in hand. First, I'm told my interest rate couldn't get any lower than ****%. Then after sitting in ******* office for over an hour while he sits there entering data on the computer after I had already marked I did not want all the extra insurances, warranties, etc. He says, "for $50 more a month, I can get you bumper to bumper for the life time of the car new tires, oil changes, anything that happens to this car we can fix and it will not cost you one cent." At this point, I'm tired, it's cold, it's raining, my head hurts, no vending machines so I can get a coke or a coffee. I say sure. We sign the paperwork. I didn't have a good feeling when we left the dealership. They kept saying how busy they were but there was a glass room with several men just sitting around talking to one another and not with customers. Thursday I get a survey and I fill it out. ******************* our salesman calls me and he is not happy about my survey, says his boss called me and told him to call me. ***** then proceeds to tell me and I quote, "I'm having to call you on my day off becuase of what you wrote". Furthermore, the car he promised would be there in the morning was not. ***** called me in the afternoon after lunch. You can imagine how I'm feeling at this point, I say a few things I probably should not have said and I hang up on *****. I call back asking for a manager. No one returns my call. I call back on Friday, numerous times and finally get an assistant manager ***. I tell him that I have talked to a family attorney and since we have not been given keys and I have not driven off the lot and do not physically have the car, I can cancel the sale and that is what I convey to ***. I asked him how I can get my cashier's check back. He said he was busy and just gotten back from lunch but would call me directly back. (This was approximately 2:11pm CT). 4:11pm he hasn't called me back. I've written emails, chatted on line called the main number furious and he finally calls me back. He said he would cancel the sale and would find out how I could get my money back, my $7,000 I paid with a cashier's check. He said they would have to wait for the check to clear the bank, and I said, what is there to clear, you can't get a cashier's check unless the money is in the account. Regardless, he said at 4:48pm Friday, Nov. 18th he would walk up to accounting and find out what was going on and call me back. ************, it is now Monday, Nov. 21 9:27 a.m CT and I have not heard one word from anyone at your dealership. You advertise customer service, which at this point with my experience with EST, is fraudulent advertising, never in my life of 57 years have I encountered such disregard for a customer and all the lies. I could continue with some other examples from your staff there at EST, but thinking about how I've been treated, upsets me. I called my credit union today, 11.21.22 the check cleared last week. I have called the dealership 5 times today and no one will talk to me or return my call.

  

  Business Response

  Date: 11/22/2022

  We are in the process of refunding her money now.

• Initial Complaint

  Date:11/16/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2022 Cadillac Escalade on 3/15/22. To date I have not received the title or registration. I received a ticket for operating a vehicle without registration. Now I cant drive it and cannot get in touch with anyone to remedy the problem. Ive been told since April they are working on it, but over the last month, no one will return my call or emails.

  

  Business Response

  Date: 11/17/2022

  Months ago the paperwork was sent to the ************************ in **********.  Because **************** did not go there to get his paperwork, they returned the documents to us.  We contacted **************** to say it was returned.  We again sent it to The ************************, *************************************., **********, **  ***** and was signed for by ****** on October 24th.  **************** has to go to the title office to complete his work. ********* law requires the paperwork be sent to them.